Operating Model and Service Transition Lead, Contact Centre

About the role

Miratech is looking for a Service Transition Lead, Contact Centre, to define the target operating model and lead the service transition for a major Canadian bank's contact centre migration to a cloud platform. The platform build is already underway, and the role defines how the new platform will be run once live and prepares the bank's existing operations team to take ownership. It is a hybrid role with 2 days per week in a downtown Toronto office.

Key responsibilities

• Assess the legacy contact centre operating model and run a gap analysis of capabilities, processes, tooling and skills needed for the cloud platform
• Define the target operating model across service delivery and production support, service management, vendor and contract management, and environment and DevOps support, including a dual-run model
• Develop the organizational design, role evolution map, RACI, escalation paths and skills uplift plan
• Establish onboarding and offboarding processes for 39 line-of-business instances across nine releases, and define incident, major incident, request, change enablement, release and escalation support processes
• Set up the service level framework (SLAs, OLAs, KPIs, reporting), go-live readiness criteria, readiness assessments and early-life support and hypercare exit criteria
• Design operating models for identity and access management, monitoring and alerting, disaster recovery and business continuity
• Lead ServiceNow design for the new platform, extending the existing implementation to cover catalogs, workflows, incidents and changes, resolver groups, CMDB and knowledge base
• Produce service operations documentation and runbooks, and build the FTE, resource sequencing and run-cost model for the funding submission, separating build and run costs
• Lead transition governance and reporting, including the transition RAID log, and run workshops and knowledge transfer with the incumbent operations team

Required profile

• 10+ years in technology operations, service transition or service delivery
• 5+ years of hands-on operational experience with an enterprise cloud contact centre platform, including Genesys Cloud
• Led at least one enterprise cloud platform go-live with accountability for service acceptance and operational readiness
• Experience transitioning a new platform into an incumbent operations team, including organizational change and stakeholder management
• 5+ years in regulated environments with working knowledge of audit, risk and control expectations for production change

Required skills

• Strong command of ITIL Service Transition, Service Validation and Testing, Change Enablement, Service Acceptance and Knowledge Management
• Hands-on ServiceNow experience across service catalog, assignment and resolver groups, incident and change workflows, CMDB and knowledge base
• Advanced Excel modelling, including a run-cost and resourcing model defended in a funding review
• Experience in multi-vendor delivery models with a systems integrator

Nice to have

• Verint experience across workforce management, quality management or recording
• Working knowledge of CRM integration, telephony, carrier operations, workforce management and quality management
• Exposure to conversational AI operations in a customer-facing setting
• ITIL certification and operating model or organizational design experience in a contact centre

What we offer

• Health insurance and a relocation program
• Work from anywhere flexibility
• Professional development, certification programs, mentorship, internal mobility and internship opportunities